JCT Home Care Consulting Ltd Trading as Visiting Angels West Leicestershire

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated

Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People received excellent personalised care that was respectful and dignified. Care staff were consistently praised for their tremendous caring approach, with relatives giving many examples of staff going above and beyond and making a significant positive difference to people’s lives and wellbeing. Staff demonstrated genuine compassion, patience and commitment, which helped people feel valued, understood and supported in ways that truly enhanced their quality of life.

A person said of the care staff, “Willing, obliging, very kind, they'd do anything for me anytime." A relative said, “One of the girls [staff] thought it would be lovely for relation to do some baking. Which they really enjoyed. They also gave relation a manicure. Again, they enjoyed this.”

We read multiple compliments from people and relatives naming staff who they felt had made an exceptional difference to their lives. Many expressed deep gratitude for the kindness, warmth and personal attention shown by staff, describing how these acts of care helped people feel uplifted, reassured and genuinely cared for. These compliments reflected a consistent pattern of staff forming trusting, meaningful relationships with people and delivering care that exceeded expectations.

All people and relatives told us they would recommend the service to others. A relative said, “In a word they're [staff] ‘brilliant’, nothing else to say. They've changed my life completely with their help, kindness, compassion and respectfulness towards my relation.” Another relative said, “I honestly can't rate them [staff] highly enough. My relation is not always the easiest especially as their condition deteriorates. But they've been nothing but kind, respectful and caring” Another relative said, “I have complete confidence in them all. They're charming, kind and exactly how you'd like to be looked after if you were in that situation. I would 100% recommend them to anybody else in my position.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Great emphasis was placed on understanding people’s individual routines, preferences, family backgrounds, work histories, social interests and personal stories. This valuable information was shared with staff to enable a deeper understanding of people’s lives, pastimes and what was important to them. This helped staff to have meaningful conversations and build genuine, trusting relationships that made people feel known, valued and respected as individuals.

Staff used this knowledge to tailor their approach, create positive moments and support people in ways that felt familiar and comforting. It also enabled staff to recognise when something was out of character, respond sensitively to emotional needs and provide care that truly reflected each person’s identity, history and wishes.

For example, staff supporting a person living with dementia were provided with detailed information about their earlier life, what mattered to them and what continued to bring them joy. Understanding that the person had always taken great pride in their appearance, the team incorporated pampering sessions into their care routines. Visit notes showed staff painting the person’s nails, curling their hair and spending time helping them feel their best. These seemingly small acts had a significant impact on the person’s confidence, comfort and overall wellbeing.

Music and movement had also been an important part of the person’s work and pastimes. Staff recognised this and used it to support the person’s ongoing wellbeing. They encouraged the person to dance, listen to familiar music and engage in light‑hearted activities that promoted positive interactions and created moments of enjoyment. These activities often helped reduce anxiety, lifted the person’s mood and encouraged meaningful engagement.

Another example demonstrated how staff supported a person through the bereavement of a loved one, while also supporting the wider family. What began as companionship developed into more intensive care as the person’s own health declined. Through continuity, compassion and proactive communication, staff provided stability during a period of grief, illness and complex family dynamics. The trust built over time enabled staff to deliver truly person‑centred and holistic care that adapted sensitively as needs changed.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

From the pre‑assessment stage and beyond, people were consistently at the forefront of care delivery. The provider’s focus was on ensuring the person remained at the centre of their care, with choice and control embedded in every stage of the process. People were supported to express what mattered most to them, and staff used this information to shape care that truly reflected each person’s wishes, routines and preferred ways of living.

This approach meant people were not passive recipients of care but active partners in planning and decision‑making. Staff took time to understand each person’s goals, preferences and priorities, ensuring support was flexible, personalised and responsive as needs changed. As a result, people experienced care that upheld their independence, protected their dignity and empowered them to live the life they chose.

Staff had an excellent understanding of the importance of promoting independence, choice and control. A staff member said, “Independence and choice is essential. We give them as much choice as possible and listen to what their requirements are. How they would like things to be done. To enable them wherever possible to make decisions for themselves so they can be independent.” This reflected the wider culture within the service, where staff consistently encouraged people to do as much as they could for themselves, supported decision‑making in everyday tasks and respected each person’s preferred way of living.

During the recruitment stage, staff were required to complete a personality profile, and this information was used to match them to people who would be most compatible with their approach, communication style and strengths. This meant people were supported by staff who naturally connected with them, understood their preferences and were well‑suited to meeting their individual needs. As a result, relationships developed more quickly, interactions felt comfortable and familiar, and people experienced care that was not only effective but genuinely enjoyable and reassuring.

Relatives told us this thoughtful matching process made a noticeable difference to the quality of care, as staff were able to build trust, rapport and meaningful relationships from the outset. This approach demonstrated the provider’s exceptional commitment to ensuring people received truly personalised and relationship‑centred support.

Care plans provided guidance to staff about the importance of offering choices, and this supported a culture where people remained in control of their daily lives. Staff were encouraged to present options in a way that was meaningful and accessible to each person, ensuring they could express their preferences confidently and without pressure.

This approach empowered people to make decisions about all aspects of their care such as what they wanted to wear, what they wished to eat and how they spent their time. It also helped staff understand and respect each person’s unique routines, likes and dislikes, enabling care to be delivered in a way that felt natural, familiar and dignified.

By consistently offering choices and adapting their approach to each individual, staff promoted independence, upheld people’s rights and ensured care was truly personalised. This contributed to people feeling valued, listened to and fully involved in shaping their own support.

A relative said, “They [staff] really listened to me, and included my relation in the conversation too with total respect." A person said, “They're [staff] OK, they're very much OK. They always talk to me and ask if there's anything else they can do, they help me get my meals, all the things I can't do for myself now. They always make sure I have everything to hand and are very helpful.”

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People received excellent care that was consistently monitored and adjusted as required. This ensured support remained appropriate, effective and fully reflected people’s changing needs.

People and relatives confirmed this, praising the adaptable and flexible approach taken by staff. They told us staff were quick to recognise when someone needed more help, reassurance or a different style of support, and responded in a way that made people feel safe, understood and well cared for. A relative said, “They [staff] have been totally adaptable, changing visits as they need and they always suggest any improvements that they can think of as we go along." Another relative was positive about the staff’s positive response and can-do attitude. They said, "They're [staff] always happy to work around problems."

Relives told us of the support provided at times of significant and life changing events. For example, a relative told us how the registered manager had supported them when their relation passed away and the care they give to another relation. They said, “Finally, when they passed away, the registered manager came and stayed over and helped with everything. They dealt with everything for us, from liaising with the hospital to get them back home, to dealing with the funeral directors, and all the things you have to do when a loved one has passed away.”

Another relative said, “These people go above and beyond, they are supportive, caring and empathetic way over and beyond what they should be doing. One of the carers noticed that my relation was having difficulty lifting up his tankard that they like to drink out of, so on their next visit they brought them a packet of straws. They also bought them a much lighter plastic tankard, which they happened to have seen when they were shopping, my relation loves it, how wonderful is that!”

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt valued, listened to and genuinely cared for, which created a positive culture where people’s needs were always prioritised. A staff member said, “The registered manager is an exceptional leader whose approach is defined by humility and genuine compassion. Upon introducing themself, they told the team, ‘I am at the bottom of the pecking order; you all are way more important than me.’ They truly live this philosophy, often choosing to make teas and assist with tasks rather than delegating. Their kindness is remarkable; they are always incredibly supportive when staff are dealing with personal family matters, ensuring everyone feels genuinely valued and cared for as individuals. I have never experienced this kind of management before, and it is truly refreshing.”

The registered manager’s values were built on creating a ‘family’ culture within the service. Staff described feeling part of a close, supportive team where everyone looked out for one another and shared the same commitment to providing exceptional care. This ethos fostered trust, openness and a strong sense of belonging, which in turn motivated staff to go above and beyond for the people they supported. This was confirmed by staff.

In 2025 the service was recognised as one of the Top 50 Inspiring Workplaces in the UK Ireland – ranking 9 in the large business category. Judges praised the service as a “leader in employee-centric care, setting a high standard for workplace wellbeing, leadership, and diversity, equity and inclusion.” The registered manager said, “This award reflects the heart of who we are, a carer-centric organisation built on compassion, respect, and purpose.”

Staff further confirmed their positiveness of working for the service. A staff member said, “I have worked for visiting angels since February 2025 and I can honestly say it’s the best place I’ve worked. I feel the difference with this job is that we as carers are listened and supported, the clients are more like family.” Another staff member said, “One of visiting angels’ values is family and that is demonstrated daily. The team built are a family and all clients become a part of that family.”

The provider invested in staff wellbeing through regular check‑ins, accessible support, recognition of achievements and a leadership approach that encouraged honesty and collaboration. Staff told us this made them feel confident, empowered and proud of the work they did. An example of this is in 2025, 3 care staff were regional finalists of East Midlands Great British Care Awards.